Complaints

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  occurred 2/17/2023, 2/18/2023 We rented 3 snowmobiles with extra seats for that Friday and Saturday. I was assured by staff (************** believe) that due to the weather conditions if the trails were not safe they would refund the money. I went in to speak with the Manager only to be told they would not refund. They reserve the sole right to cancel contracts. Why would I drive 300 miles to break a contract? The trails were deemed unsafe by ***************************, Vilas County Parks and Recreation Supervisor. The other rental companies to the north and south were not renting that weekend due to safety conditions. I have a complete set of photographs, screen shots, and interviews with other companies. Four charges were put thru $633.00, $295.40, $548.60, $274.30.What kind of company would send 6 adults out in dangerous conditions? Please help.

  Business response

  04/07/2023

  **** booked a few sleds with us for rental back in February. Trails were still open and advised to ride with caution Feb 17th and 18th. Per our contract and all over our website that I've attached and that **** had signed states, "we reserve the right to cancel and refund any reservation at any time due to: trail conditions, hazardous weather, or any other unforeseen circumstances that are contributed to our customer's safety concerns. You will be notified at our earliest convenience if this were to happen. Bad weather cancellations are *NLY at 4 Seasons RV and Powersports Rental's discretion." Two other sled rental businesses were also still open that week, so we decided we were going to continue sending our sleds also. All sleds for that weekend minus ****** did go out and nobody else had any concerns. The trails near Land * Lakes were still in great condition, and that was where we were recommending our customers to ride. **** still showed up at our location on February 17th, and tried to cancel. He spoke with our manager who provided him the same information on how we were still sending our sleds and what our policy is, which lead **** to call our manager many inappropriate and offensive names. **** got so heated, that our manager did not feel comfortable and ended up getting the cops involved, which they have all of his information as well. We're sorry, but we have a contract that we follow, and if trails are still good in other locations on the trail, we still send out our rentals. 

  Customer response

  04/07/2023

  Better Business Bureau:
  
  I have reviewed the resp*nse made by the business in reference t* c*mplaint ID ********, and have determined that this d*es n*t res*lve my c*mplaint.  F*r y*ur reference, details *f the *ffer I reviewed appear bel*w.
  

   

  The  Business states that Land * Lakes was safe yet b*th rental agencies (Land * lakes recreati*n and ******************) in that immediate area were n*t renting. H*w did they expect us t* get t* Land O lakes anyway? Curi*us what 2 rental agencies the business is referring t* as well. Trackside s*uth *f them was als* n*t renting. They are l*cated in Vilas C*unty and I have previ*usly attached a DO NOT RIDE FROM THAT COUNTY WHERE THIS BUSINESS IS LOCATED. I can pr*vide ph*t*graphs *f the business parking l*t that day sh*wing n* evidence *f any sn*wm*bile traffic and well as screen sh*ts *f the trail c*nditi*ns fr*m the web cam in Land * Lakes. We were "t*ld d*n't w*rry ab*ut it as we will n*t send the sleds *ut if determined unsafe" fr*m an empl*yee named ****** (wh* acc*rding t* her helps *ut when the ph*nes are busy).  Why w*uld I drive 300 miles t* cancel. We had guests wh* flew in fr*m ************** and were heartbr*ken. We will plan *n c*ntinuing this refund demand n* matter h*w many legal fees they will incur. I have been sn*wm*biling f*r *ver 40 years and have never dealt with this type *f business. If this is n*t res*lved within 5 business days I will be c*ntacting the Chamber *f C*mmerce as well. After that litigati*n.

   

   

  
  
  Regards,
  
  *************************

  Business response

  04/18/2023

  ****,

  
  Again, you have signed our contract that has the cancellation policy in it, and you've received the booking confirmations that also state the policy there. You were the first customer that showed up that Friday, all other rentals showed up after you and they all went out happy as could be that we did not stop sending out our sleds. You can get to the ************ trails right off the trail we are located on. 

  
  4 Seasons Rv and Powersports Rental 
  ************

  Customer response

  04/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

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